Does Your Business Need Cloud with Cluster Setup for Call Center Software?

Lately, call center solutions have been very popular. Unlike traditional scenarios, while only call centers, BPOs, KPOs, and similar businesses used to use this software, now, even a startup company set up a call center system to deliver effective customer care. Along with the options of this type of software and features, the types of deployment and hosting architectures are also increasing. Cloud with cluster setup is one of the deployment architectures that are gaining a lot of popularity among businesses using this system. Many businesses set up their call center software on the cloud using cluster architecture.

This trend has encouraged many businesses to consider using a cloud based call center solution and use cluster setup on the cloud. However, it is worth investigating whether you need this type of setup or not. Just because it is one of the trends and businesses around you are using it, you should not invest in it. If your technical background does not answer this question, there is nothing to worry about as this article answers this vital question.

What is a cloud with a cluster setup for a call center system?

A call center solution can be deployed on your own servers or cloud computing platforms. In both cases, the call center software providers can set up a cluster for you to make the system highly available. When your call center software is installed over the cloud, it is referred to as a cloud call center solution.

When a deployment engineer creates a cluster of components of your system to make the system highly available and deal with failover in a better way, it is called cloud with cluster setup.

Does your business need this type of setup?

The answer depends on what type of business you have and what your goal is. The following are the criteria to match to get the answer.

• Software type: This is another criterion that can help you define whether you need cluster setup for your software or not. If you are using a multi tenant call center solution, then you must invest in a cluster setup. If you have a single tenant system, then depending on your call volume and budget, you can make a decision.

• Call volume: This is one of the major factors that define whether you need cluster setup for your cloud based call center solution or not. If your call center receives a high volume of calls or the call volume increases during hours or the holiday season, then it can be worth setting up a cluster to make sure your system does not get crashed due to a massive number of calls or a sudden spike in calls.

• Budget: Setting up cluster based cloud call center solution would be expensive as it needs expertise and resources. The ongoing maintenance will also be expensive. Thus, if you have enough funds, then only you must invest in a cluster setup.

Concluding notes

Cloud with cluster can be definitely beneficial for setting up contact center solutions, but it might not be needed by all businesses. It is necessary to explore whether your business falls under criteria that make it mandatory to use cluster based setup, then only invest in it.